Technical Product Support Analyst I

ComplexCare Solutions is a healthcare company focused on making a positive impact on communities. The Technical Product Support Analyst I will provide technical assistance for supported product applications, manage customer communications, and ensure timely resolution of issues.

What you'll do:

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools
• Contact and interface for customers regarding support, troubleshooting and problem resolution
• Resolve technical support issues for ComplexCare Solutions supported products within identified timeframes with a focus on first call resolution
• Identify beneficial product opportunities for customers and communicate to sales team via workflow process
• Document all activities with customers in CRM via defined process and procedures
• Resolve open cases within specified guidelines
• Elevate issues following escalation procedure timely and as appropriate
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or other duties as assigned by ComplexCare Solutions to meet business needs

What they're looking for:

• Minimum of 1 year of experience in customer service
• Experience multi-tasking in a fast paced, detail-oriented environment
• Experience working independently
• Experience working on a team and with cross-functional teams
• High School Graduate or General Education Development (GED)
• Experience in a call center environment, Healthcare IT industry with high volume of customer interactions
• Software Technical Support experience
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271)
• Knowledge of working with Problem Management, Records Management ticketing system
• Experience using CRM Software
• Experience with MS Office Products
• Experience handling confidential information